Terms of Service

Using Haylo

Haylo is operated by Haylo Health Pty Ltd (ABN 59 697 017 208). By creating an account or booking through Haylo, you agree to these terms. You must be at least 18 years old (or have a parent/guardian agreeing on your behalf) and provide accurate details so the clinic can deliver care safely.

Bookings and clinic relationship

Haylo is a marketplace. When you book a slot, you enter into an appointment with the clinic — not with Haylo. The clinic sets the price and the practitioner. Late-cancel and no-show fees follow Haylo's standard booking policy, displayed clearly before you confirm. The clinic provides the care and is responsible for it.

Card on file, fees, and refunds

You add a card on file when you book. Stripe holds it securely. Most of the time you pay the clinic directly at your appointment, just like a regular booking. Haylo only charges your card if:

• You cancel after the grace period and a late-cancel fee applies under the standard policy.
• You don't turn up to the appointment.
• The clinic has to cancel because the appointment wasn't one you could book — for example, you told us you were a new patient and the clinic's records show you've been before. The booking screen says so before you confirm, and a person at Haylo checks every one of these before anything is charged.

The fee shown before booking is the maximum we can charge. If the clinic cancels on you, you're not charged — the one exception is the third case above. If you think a charge was made in error, email help@haylohealth.com.au within 14 days and we'll investigate.

Your card authorisation. Your card keeps the authorisation shown when you saved it, and we record which version that was. Version of 29 September 2026: “By saving your card, you authorise Haylo Health to charge it for a fee under the booking policy, for cancelling late, not attending, or booking an appointment you weren’t eligible for, at the amounts shown before you confirm. A person at Haylo checks every fee before your card is charged, and we email you a receipt when it is. If a charge fails, we may try again, no more than five times in total and not more than 30 days after the fee was raised, unless you ask us to. You can remove your card in your account at any time, unless a fee on it is still being collected.” Version of 30 September 2026: “By saving this card, you authorise Haylo Health Pty Ltd (ABN 59 697 017 208) to charge it, in Australian dollars, for a fee under the booking policy on this or any later booking you make with it: for cancelling late, not attending, or an appointment for new or returning patients only that the clinic cancels because its records show you weren’t one. Each fee is a single charge, at the amounts shown before you confirm, and a person at Haylo approves it first. We charge it on the day it’s approved or the next morning, and email you a receipt. If a charge fails, we may try again, up to five attempts in all unless you ask us to try again, and never more than 30 days after the fee was raised. If a fee is wrong, we refund it in full. We’ll email you at least 14 days before we change this authorisation. You can remove the card in Booking settings, except while it holds a booking that’s coming up, one in the last three days your clinic hasn’t yet recorded as attended or missed, or a fee that’s awaiting approval or being collected. Questions: help@haylohealth.com.au.” Each is an authorisation to Haylo Health Pty Ltd (ABN 59 697 017 208), 212 Tennyson Street, Elwood VIC 3184; phone 0411 212 275; help@haylohealth.com.au. We email you a copy when you save a card.

Same-day discounts

Offering a same-day discount is optional and entirely up to each clinic — many don't, and that's fine. Where a clinic does discount a spare same-day slot, the discounted price shown is what you pay before any private health rebate — bring your card to the appointment and the clinic processes the rebate as normal. Discounts only ever apply to same-day slots; future bookings are at the clinic's standard rate.

Acceptable use

Don't book under a fake identity, abuse the cancellation flow, or attempt to access parts of Haylo you're not authorised for. Repeated no-shows or fraudulent activity may lead to your account being suspended.

What Haylo is, and what it isn't

Haylo is a booking service. We show you appointments that clinics have open and we book them for you. That is all we do.

We don't provide health care of any kind. We don't assess your symptoms, decide how urgently you need to be seen, or advise which kind of practitioner you should see — when you search for "physio" we look for physiotherapy appointments, and that's a word match, not a clinical opinion. Choosing what care you need is between you and a health professional.

The clinic and the practitioner you book with are responsible for your care. They are not our employees and we don't supervise or direct their treatment.

If your situation is urgent, don't use Haylo to find help. Call 000, or go to your nearest emergency department.

The appointment times we show you

Appointment times on Haylo come from each clinic's own booking system. We show them as we receive them, and we refresh them often — but we don't control that system, and there is always a gap between what it tells us and what is true right now. A time can be taken moments before you tap it, or a clinic can change its diary without telling us.

So we can't promise that a time shown on Haylo is genuinely free, or that a booking you make will go ahead. If we get it wrong, here is what we'll do: tell you as soon as we know, charge you nothing, refund anything already paid, and help you find another appointment.

Liability

Nothing in these terms takes away rights you have under the Australian Consumer Law, or any other right that can't be excluded by agreement.

Subject to that: Haylo isn't liable for the clinical care you receive — that responsibility sits with the treating clinic and practitioner. We do our best to keep the marketplace running, but we don't guarantee uninterrupted access. And we aren't liable for indirect or consequential loss — things like lost income, lost opportunity, or costs that follow on from a problem rather than being the problem itself.

Changes to these terms

We may update these terms from time to time. If we make a material change, we'll let you know by email or in-app before it takes effect. Continued use of Haylo after the change means you accept the updated terms.

Governing law

These terms are governed by the laws of Victoria, Australia. You and Haylo Health Pty Ltd submit to the non-exclusive jurisdiction of the courts of Victoria.